Portuguese Customer Service Policy
Utmost Luxembourg S.A. is committed to making a positive difference. Our mission is to secure the financial future of our customers by providing insurance and savings solutions, promoting greater prosperity for present and future generations.
To achieve these objectives, we adopt the highest professional and ethical standards of conduct, acting with integrity and always in the best interests of our customers.
Our Commitment
We are committed to building a better future for our customers and serving all stakeholders in the best possible way. We seek to act with care, competence and diligence to ensure that we treat all customers fairly in all circumstances.
Transparency and Communication
Our products are designed to meet customers’ needs and deliver positive outcomes at fair value. At all times, we aim to ensure that our communications are clear, fair and never misleading.
We seek to respond to all customer requests quickly and efficiently, resolving issues at the first point of contact wherever possible. We strive to ensure positive experiences for our customers by addressing concerns promptly and continuously improving our service standards.
Reporting and Escalation
The Company has internal governance mechanisms and an effective control framework comprising various policies, processes and specific controls to manage all types of risk. In this context, the Company has established appropriate processes for information management, reporting, escalation and risk mitigation.
Fair Treatment of Customers
Our objective is always to act in the best interests of all customers, ensuring that no customer, or group of customers, is favoured to the detriment of others. We provide additional assistance to customers who require extra support in their interactions with the Company. Employees receive training to identify and communicate with customers who require additional assistance.
Data Privacy
Our customers, employees and other stakeholders trust us to process their data responsibly and keep it secure. We are committed to protecting customer data in accordance with all applicable data protection regulations. Personal information will be collected, stored and processed securely and only for legitimate purposes related to insurance services.
Conflicts of Interest
Trust and integrity are fundamental to maintaining our reputation. Company-wide training programmes and escalation processes are in place to ensure that any conflicts of interest are properly identified and disclosed, allowing them to be managed fairly and transparently.
Complaints (Portuguese Customers)
We value customer feedback and, should complaints arise, we are committed to handling them independently, promptly and efficiently. If, for any reason, you are not satisfied with the service provided, we will endeavour to fully investigate and resolve any complaint brought to our attention. Complaints may be submitted:
- By post: Utmost Luxembourg S.A., 4 rue Lou Hemmer, 1748 Luxembourg
- By email: [email protected]
- By telephone or fax: Tel: +352 34 61 91 1
Additionally, complaints may also be submitted through the electronic complaints book available on our website.
For further information about our complaints management procedure, please refer to the Complaints Management Procedure on our website.
Additional Information
Additional information, including answers to frequently asked questions, can be found on the Utmost website. In addition, specific information relating to your policy may be available through the online Service Centre or by contacting us directly using the contact details below.
- Address: Utmost Luxembourg S.A., 4 rue Lou Hemmer 1748 Luxembourg
- Telephone: +352 34 61 91 1
- Email: [email protected]
- Website: https://utmostgroup.com/wealth-solutions/customer-support